Page 35 - Demo

cheer up or calm down another person.”
Harvard theorist Howard Gardner said: “Your EQ is the level
of your ability to understand other people, what motivates them and how to work cooperatively with them.”
As carers in the community, pharmacy assistants are not just there to supply products, prescriptions or give advice, which address physical wellbeing. [We address] emotional wellbeing aswell.We’reanessentialpartofthehealthcareteamproviding continuous care alongside the GP, specialists, allied health and other medical carers. To be able to add value and offer better solutions, we first must have the ability to understand customers and connect with them – understand their needs, address their emotions, make them feel heard, cared for and understood.
What are the elements of emotional intelligence? What are the character traits of someone with high emotional intelligence? The essential character traits of someone with high emotional intelligence include:
• They’re self-aware. [They] know their strengths and weaknesses and are aware of their emotions.
• They’re empathetic. [They] are excellent at reading their own feelings [and those of others].
• They don’t seek perfection, [which can] lead to unfulfillment ... and intense frustration and distress.
• They’re good at managing their feelings ... at maintaining and controlling their emotions. For example, [pharmacy assistants] with high emotional intelligence can remain calm in a stressful situation ... they’re the least likely person to snap and yell ...
in a moment of panic.
• They’re easygoing.
• They set clear boundaries. Pharmacy assistants [who set clear
boundaries] can justify saying no to customers or colleagues as this keeps them from getting overwhelmed by commitment, which protects them from burning out.
• They’re flexible, not afraid of change.
Why is self-awareness so important for a pharmacy assistant? What is the self-management quotient?
Self-awareness is a conscious, deliberate reflection on personal identity, image, feelings, motives, desires and how these are associated with perceptions of self in the context
of various situations – empathy and understanding of the person and knowing why emotions occur. Pharmacy assistants need to understand and be in tune with their own emotions, then they can be more in tune with customers’ emotions and understand them.
The self-management quotient indicates self-evaluation coupled with self-regulation. The awareness and discipline to control and harness feelings directly impact the ability to achieve personal objectives and develop inner resolution. Satisfaction, happiness and contentment are results of self management.
How can a high emotional intelligence help pharmacy staff deal with workplace stress while helping to improve the health outcomes of patients?
Pharmacy staff with high emotional intelligence in a stressful situation have a high awareness of their emotions. They can manage their feelings to remain calm and help to improve the health outcomes of patients under pressure. They effectively redirect the stress, anger or frustration they may be feeling at the time to productive activity, aiming their focus at jobs and events rather than people.
What can pharmacy assistants do to increase their emotional intelligence?
Here are four tips to start with:
♦ Practise describing your feelings. Connect emotions and
thoughts. Accept your feelings as information without judgement or rejection. Talk about how you feel, especially after serving demanding customers.
♦ Determinepersonalboundariesandactassertively (rather than passively or aggressively). Practise saying no to people and still be polite.
♦ Focus attention on customers and other staff and be curious about them. Pay attention to both verbal and nonverbal communication.
♦ Involve all pharmacy staff through teamwork activities. Generate synergy through cooperation and participation.
Uncertain times, such as the COVID-19 pandemic with
the measures taken to ‘flatten the curve’ will undoubtedly have an impact on pharmacy staff. How can pharmacy staff utilise emotional intelligence to deal with any emotions they’re experiencing during this time, to help maintain health and wellbeing?
Pharmacy staff all over Australia have been under a tremendous amount of pressure during this unprecedented time. Pharmacy staff are human too. We have families.
[Some of us may have] young children and elderly parents to look after. Instead of staying at home, spending time with our loved ones, we choose to serve the community.
The first step of emotional intelligence is to be aware of the amount of fear, pressure, stress, frustration and anger during uncertain times. Often when we’re busy and under pressure day after day, we forget how it all feels. Accept that it’s healthy and OK to feel strong negative emotions, especially when our sacrifices are not acknowledged
or understood by the general public. However, instead
of waiting for other people to recognise us, we need to celebrate and congratulate ourselves for the contribution and sacrifice we’ve made to the community during this unprecedented time.
The next step is to redirect the stress, anger or frustration pharmacy staff may be feeling at the time effectively, to productive activity, aiming their focus at situations and events rather than people. Encourage all pharmacy staff to talk about their feelings and share experiences to release negative emotions at the same time. Practise self-regulation to focus on daily tasks. Exercise empathy when serving customers or working with colleagues who are stressed
or unwell. Also, practise connecting with customers, show support and encouragement and pay close attention to their verbal and non-verbal communication.
EMOTIONAL INTELLIGENCE 33
Allie Xu is a pharmacy professional who works as a ‘pharmaprenuer’ on the side to launch her business,
The Institute of Pharmapreneurs. She is the founder
of the Global Pharmacy Entrepreneur Community and encourages and supports pharmacists and pharmacy staff from across the world to network. She provides resources to eliminate mental blocks and to develop a strong mindset and skills.
For more information, visit: facebook.com/allie.xu
RETAIL PHARMACY ASSISTANTS • JUL 2020